Affiliate Window support problems

[shaunguest]

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OK here's the problem:

I am sending leads to merchants on affiliate window and they are not being tracked at all. The clicks are tracked, but not the leads. I know this because I submitted a test app recently.

So I created a new 'ticket' explaining my problem. Affiliate Window have come back to me today stating that I will have to contact the merchant directly about this and that they can't help me.

I feel that Affiliate Window are just ignoring the tracking issue here. It is their tracking code (albeit on the merchant's site) which is faulty.

Surely Affiliate Window should investigate this for me, instead of telling me to contact the merchant directly 'through the merchant's contact page'.

Has anyone else had similar problems? I am seriously considering pulling all my links if this doesn't get sorted asap.

Thanks

[getvisible]

yep, I've submitted a ticket and not been made aware of a reply ... must be me ...

[bapages]

Can you PM me the merchant?

[Alan Totten]

Hi getvisible. We got a ticket from you a couple of days ago at 2.30pm. Our response was logged at 3.08pm that day. Tickets are recorded in your account and a copy was sent to you by e-mail.
Let me know if you don't have these.

Best regards

Alan

[8601cam]

Hi shaunguest,

We did investigate the issue you raised by accessing the merchant account and reviewing the issue to see if it was tracking OK for all other affiliates. In this case it was and therefore our next move is to ask you to contact the merchant directly.

We ask you to contact the merchant for the simple reason that you have access to all the relevant information regarding the leads and to resolve the issue you may need to clarify elements of the process that we are not aware of.

We are certainly not ignoring the issue and it is in our interest to be as helpful and supportive as possible. It just makes sense for you to contact them directly as the tracking issue is an isolated problem.

[eskimo]

I do feel for you. I too would have thought the network would have taken the lead in trying to resolve the issue, if just to protect the merchant from a potentially irate phone call.

I would suggest you contact the merchant, as at least you can say you 've done your part and you might get to te bottom of it and get paid.

Do you have any idea what the reason is for the tracking failure - what so special about your site?

We did investigate the issue you raised by accessing the merchant account and reviewing the issue to see if it was tracking OK for all other affiliates. In this case it was and therefore our next move is to ask you to contact the merchant directly.

Can awin really tell that it is tracking for all other affiliates? I'm not making a snide accusation, it just seems a bit of an assumption to make?

[Fraser]

Tickets are recorded in your account and a copy was sent to you by e-mail.

as a more general point I don't think I've ever had a copy of a ticket reply also sent by email and it's always relied on me logging in and checking again to see if AW have responded yet. Maybe there is a bug in this part of the system?

[KirstyM]

Me too on the never getting the e-mails to say a ticket has been updated, although this is not the case on my merchant account.

Also, perhaps Awin (and, to be fair most other networks) could give more information about what exactly they have investigated and found in their support tickets. This might reassure affiliates more than a "well, we've looked into it and nobody else had an issue" type response which does always rather make me feel that any investigation might not have been terribly robust.

I know that most network staff are hard pushed for time, but I think it's also important to realise the amount of bad will that can be generated from off-hand responses to affiliate queries.

[GeoffS]

I for one think that AW's support is second to none.
Without any doubt the best any network provides.

AW you should be proud!

Geoff

[adamski]

Dear Affiliates

An issue was highlighted that some affiliates aren't receiving emails advising of ticket responses. This has now been resolved and all affiliates should receive an email to their registered address as soon as a ticket response is submitted.

When investigating tracking issues such as these, there are specific procedures in place enabling us to monitor trends in a merchant account. Our system automatically alerts us if there is a sudden drop in a merchant's performance or if there is an unusually low number of transactions going through an account. In addition, when affiliates inform us of untracked sales, we perform test transactions on the site, which usually involves the purchase of a random selection of products.

If unmonitored, untracked sales can result in a serious loss of revenue for both affiliates and the network. We recognise it is of paramount importance to resolve any of these issues in a timely and effective manner.

Shaun - if you are unsuccessful when speaking to the merchant in this instance, don't hesitate to email me at aross@affiliatewindow.com and we will do everything we can to establish the cause of the problem.

Kind regards

Adam Ross
Key Account Manager
Affiliate Window Ltd.

[shaunguest]

OK I will contact the merchant directly - but rather than me having to explain my problem to a faceless contact page, please could you provide me the phone number and email address of the affiliate manager/contact for the merchant. adamski, I've PM'ed you the name of the merchant.

Many Thanks.